About the job

Based at the Mandarin Oriental, Hangzhou within Concierge Department in Hangzhou, the Chief Concierge is responsible for leading the Concierge operations to deliver highly personalized, anticipatory and memorable guest experiences, while upholding the hotel’s service philosophy, brand standards and reputation as a leading luxury destination. The Chief Concierge reports to the Director of Rooms and Front Office Manager.

As Chief Concierge, you will be responsible for the following duties:

• Lead and manage the Concierge operations, ensuring exceptional and personalized services are delivered to all guests at all times
• Act as the hotel’s primary ambassador to guests, maintaining excellent relationships with local partners, cultural institutions, luxury brands, transport providers and destination management companies
• Personally engage with VIPs, long‑stay guests, repeat patrons and high‑profile individuals to understand preferences and curate bespoke experiences to ensure seamless follow‑up
• Support and reinforce the hotel’s service philosophy, Pillars and LQEs on a daily basis to drive guest satisfaction and achieve the hotel’s Mission Statement
• Ensure all guest requests, recommendations and arrangements (dining, entertainment, experiences, transportation, events and special occasions) are handled accurately, efficiently and discreetly
• Maintain deep knowledge of local attractions, dining, arts, culture, events and trends to continuously elevate the Concierge offerings
• Monitor guest feedback, service audits and incident reports related to Concierge services; identify improvement opportunities and implement corrective actions
• Manage the Concierge departmental budget, ensuring effective control of expenses and optimal allocation of resources
• Monitor cost efficiency while maintaining premium service quality and guest satisfaction
• Foster a positive, collaborative and service‑driven working environment aligned with the hotel’s cultural values

As Chief Concierge, we expect from you: 

• Minimum 5 years of relevant working experience and at least 2 years in managerial level or of similar capacity in a luxury hotel and hotel group
• Proven luxury hospitality experience in Concierge or Guest Services leadership
• Strong local knowledge, excellent communication and a genuine passion for personalized service

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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